公开(公告)号：US20200059558A1

公开(公告)日：2020-02-20

申请号：US16664904

申请日：2019-10-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Arnon Mazza ,  Avraham Faizakof ,  Amir Lev-Tov ,  Tamir Tapuhi ,  Yochai Konig

IPC: H04M3/527 ,  G06F16/332 ,  G10L15/18 ,  G10L15/26 ,  G10L15/16 ,  H04M3/51

Abstract: A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.

公开(公告)号：US20200007682A1

公开(公告)日：2020-01-02

申请号：US16567513

申请日：2019-09-11

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Tamir Tapuhi ,  Yochai Konig ,  Amir Lev-Tov ,  Avraham Faizakof ,  Yoni Lev

IPC: H04M3/493

Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.

公开(公告)号：US10515150B2

公开(公告)日：2019-12-24

申请号：US14799369

申请日：2015-07-14

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yoni Lev ,  Tamir Tapuhi ,  Avraham Faizakof ,  Amir Lev-Tov ,  Yochai Konig

IPC: G06F17/27 ,  G10L15/18

Abstract: A method for configuring an automated, speech driven self-help system based on prior interactions between a plurality of customers and a plurality of agents includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text; detecting, by the processor, a plurality of phrases in the recognized text; clustering, by the processor, the plurality of phrases into a plurality of clusters; generating, by the processor, a plurality of grammars describing corresponding ones of the clusters; outputting, by the processor, the plurality of grammars; and invoking configuration of the automated self-help system based on the plurality of grammars.

公开(公告)号：US10061867B2

公开(公告)日：2018-08-28

申请号：US14586730

申请日：2014-12-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yoni Lev ,  Avraham Faizakof ,  Amir Lev-Tov ,  Tamir Tapuhi ,  Yochai Konig

IPC: G06F17/30 ,  G06Q30/02 ,  G06Q50/00

CPC classification number: G06F16/90332 ,  G06F16/358 ,  G06Q30/0281 ,  G06Q50/01

Abstract: A method for tracking known topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; initializing, by the processor, a collection of tracked topics to an empty collection; computing, by the processor, a similarity between each fragment of the fragments and each of the known topics; and adding, by the processor, a known topic of the known topics to the tracked topics in response to the similarity between a fragment and the known topic exceeding a threshold value.